Login: https://ipfw.service-now.com
edu/training
How to Use Service Now
This quick guide will cover how to perform
the basic tasks needed for most tickets. It
explains how to create new tickets and
assignments, acknowledge and/or complete
existing assignments, create work notes, and
open and/or close existing tickets.
How to Login in to Service Now
1. Open a browser
2. Navigate to https://ipfw.service-now.com
3. Login with IPFW credentials to access Service
Now.
How to Create a New Ticket
1. In the Navigation Panel to the left under
the Incident tab, click Create a New Ticket
2. The Number field is a unique number for
each new ticket
3. The Caller field must be filled in with the
person reporting or being affected by the
issue
a. Click the Search icon on the right to
Lookup using list
Note: If an existing profile cannot be found,
contact the Help Desk to request that it be
entered
4. Configuration Item - Currently this field is
not completely functional, but soon you will
be able to select a users device that is
being affected
Help Desk: helpdesk@ipfw.edu
Quick Guide for Service Now May 2016
5. Choose a Category from the drop-down list
that most closely matches the type of issue
the user is experiencing.
6. Choose a Subcategory. The list will populate
depending on the selection made for
Category.
7. Choose an Issue. The list will populate
depending on the selection made for
Subcategory.
Note: For Category, Subcategory, and Issue,
choose the best guess for each and whichever
group receives the ticket will fill in the
appropriate choice for each.
8. Choose a Priority level from the drop-down
list
a. Priority 1 is only used for issues
affecting multiple users,
preventing an employee from
performing their duties, or users
whom you are aware meet VIP
status.
Note: To view the VIP status of a user, hover
your mouse over the Information icon next to
the Caller field.
Note: These tickets usually require an
immediate response and that the assignee be
paged
Training: http://ipfw.
b. Priority 3 is the most commonly
used and gives the assignee 1 to
3 days to respond.
c. Priority 5 is used when there is no
identifiable due date because the
issue is going to be an ongoing
project of an undeterminable
length.
d. Priorities 2 and 4 can be used
when the previously listed
priorities do not meet the issues
requirements
9. The Escalation level will change depending
on the Priority level
a. If the ticket is open past the set
Priority, the Escalation level will go
from Normal to Overdue.
10. Choose the State of the incident
a. If you are creating a new incident,
then the State is New.
b. If you are currently working on the
issue it would be Active State.
Note: New and Active are the most commonly
used States. Also, the user is able to see the
State of the incident.
c. Select Awaiting Problem if the
ticket is connected to an existing
Problem. Once the Problem is
Resolved or Closed, the Incident will
go into a Resolved state.
d. Select Awaiting User Info if you are
waiting for information from the
user.
e. Select Resolved if the solution was
communicated to user
Page | 1
Login: https://ipfw.service-now.com
Note: After 3 days, the incident will
automatically close if there are no further
updates
f. Select Closed If the user
acknowledges that problem was
solved
11. If the issue is campus/system wide, you
should contact the Help Desk as they are the
only authorized users to open/close
Problem tickets
12. Select the Assignment Group to which
department the incident belongs to. You can
select the group by using the Search icon or
simply typing the name of the group.
13. In the Assigned to field, fill in the
individuals name that belongs to the
group for whom the incident needs to be
assigned. This list will populate
depending on the selection made for
Assignment Group.
a. If a ticket comes in with no
assignee, the person who
acknowledges the ticket will
place their name in the Assigned
to field after changing the State
to Active.
14. Watch List is an option to add multiple
people or a single person to view the
updates between the user and the
incident assignee
Note: Those on the Watch List cannot
modify or edit the things that happen
between the user and the assignee.
a. Click on the lock icon to add
people to the Watch List
Help Desk: helpdesk@ipfw.edu
Quick Guide for Service Now May 2016
b. Click on the Add/remove
Multiple to manage those on the
Watch List
c. Click on the Search icon to add a
single person at a time
d. To delete a name from the list,
click on the person to be deleted
and click the X
15. Checking the Knowledge check box will
create a Knowledge Base article at incident
closure.
Note: This is not currently recommended as the
ITS Training Knowledge Base will be added to
Service Now
16. The Short description field provides a
succinct sentence or phrase describing the
incident. The bulb icon provides suggested
phrases.
17. Type your comments about the incident in
the Additional comments section. These
will be visible to all users.
18. Add any comments in Work Notes where
end users will not be able to view.
19. To add an attachment, click the paper clip
icon in the upper right hand corner to
Manage Attachments.
a. In the Manage Attachments pop up,
click Browse to select the file to
upload
b. Click Attach
Note: Images can be viewed in browser by
clicking Manage Attachments, then View next
to the desired image. Other file types are
downloaded.
Training: http://ipfw.edu/training
20. Follow can be used by both
assignees and users to get updates
under the Connect Sidebar
a. The Connect Sidebar acts as a chat
tool through which messages,
updates, and attachments can be
sent.
21. When finished, click Submit in the upper
right corner to save changes to a new ticket.
a. Select Update to save the ticket
after any changes are made to an
existing ticket.
Navigation Panel Incident
Note: Most tabs under the Incident tab can be
used to search for tickets by using the Filter
icon
1. On the Incident tab, select Assigned to me
to view open tickets assigned to you. These
tickets can also be filtered and searched
through.
2. Select the Open Tickets tab to view all open
tickets.
3. Select the Open Unassigned tab to view
tickets awaiting assignment.
4. Select the Resolved Tickets or Closed
Tickets tabs to view tickets with a
resolution.
Adding a Personal Filter
1. Click the Filter icon
2. Click the first dropdown to set the filter
criteria.
Page | 2
Login: https://ipfw.service-now.com Quick Guide for Service Now May 2016 Training: http://ipfw.edu/training

a. This can be set to criteria such as to be completed by the group who first received
Assignment group, Escalation, a ticket, adding the original assignee to the
State, etc. Watch List will allow for further additions to the
3. Click the second dropdown to determine ticket.
which criteria is or is not listed
4. Enter the search criteria in the last space Ticket Status Inquiry
If a user calls in requesting updates on a ticket:
or with certain criteria a search can be
performed with the Search icon 1. Encourage the user to go to Service Now
and go to Check Updates for information on
Note: Additional filter criteria can be added to a
the ticket.
singular filter with AND and OR
2. Add a comment to the ticket in question
5. Click Save once all filter criteria are that will be seen by the assignee and user.
entered
6. Enter a personalized name in the Save as:
field
7. Click Save

Use and Edit Personal Filters

1. Select any of the Incident tabs excluding
Create New Ticket and Overview
2. Click the List Controls Icon in the upper

left
3. Under the filters tab, select the desired
filter.
4. Select Edit personal filters to view a list of
filters that have been made, edit or
delete filters, or create a new filter.

Adding an Open Ticket to Another Group

Assigning a ticket to another group will remove
the existing assignment. If further work needs

Help Desk: helpdesk@ipfw.edu Page | 3